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Registered Member Associate

June 8, 2026

Navy Federal Credit Union is a leading financial institution providing a meaningful career experience. The Registered Member Associate role is focused on delivering administrative support to Financial Advisors and ensuring a positive member experience while adhering to compliance regulations.

Responsibilities

Respond promptly and appropriately to member telephone, digital chat, and all forms of communications inquiries (e.g., account status, address change requests, password resets, update member files, etc.)
Assist in responding to client inquiries through various media channels; verify Customer Personal Identity (CPI) during client interaction
Execute first call resolution through research and follow-up; may redirect calls to other NFIS staff, NF business units, and vendors
Assist in establishing and maintaining client relationships; determine client needs, overcome objections and/or transfer to appropriate registered staff or designated area
Independently and proactively make outbound calls to members, wholesalers, and back-office personnel to resolve rejected paperwork issues; schedule, confirm and track referrals and appointments
Assess and determine appropriate resolution/response to challenging and/or sensitive situations using appropriate and tactful customer service communications
Review client account(s) and activities, assess needs, apply targeted questions to research, respond to inquiries, create cross servicing opportunities, and increase product penetration
Identify account irregularities, potential fraud and abuse, governed by Bank Secrecy Act (BSA)/Anti- Money Laundering (AML); document/inform management and/or other appropriate areas of potential security breach
Utilize systems with advanced access to perform complex account set up and maintenance
Assist with account set up and changes, prepare account portfolio reviews and financial plans, and ensure recordation and retention following NFIS and industry processes and procedures
Prepare and review client paperwork pre and post appointment, ensure paperwork is accurate, complete, and current with industry and agency regulations
Execute, as directed by management or FA, advanced account set up and changes, prepare account portfolio reviews and account hypotheticals, and ensure recordation and retention following NFIS and industry processes and procedures
Stay abreast of federal, industry and/or agency regulations, Navy Federal security updates, fraud alerts, NFIS compliance, policies and procedures, new products and services, system changes, and current marketing efforts
Schedule, coordinate, and track expenditure, new business, and appointment results from various marketing initiatives
Assist with unsolicited trades
Assist in training and onboarding new

Skills

FINRA Series 7, combination of NASAA Series 63/65 65 or 66 registration and state Life & Health Insurance License
Experience in an administrative support capacity, preferably in member/customer service or financial services
Familiarity with financial transaction/processing related responsibilities
Familiarity with financial institution and lending practices, principles, and regulations
Working knowledge and use of multiple systems to reference/record account information and conversations regarding member interactions, needs, and account activities
Ability to work independently and in a team environment
Effective verbal and written communication skills
Effective skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
Effective skill interacting with staff, management, vendors, and members diplomatically and tactfully
Advanced customer service focus and relationship management skills
Ability to remain calm and courteous under pressure while dealing with internal & external members/customers
Effective skill building effective relationships through rapport, trust, diplomacy, and tact
Ability to interpret and explain regulation, instructions, and procedures
Effective skill exercising initiative and using good judgment to make sound decisions
Effective organizational, planning and time management skills
Effective research, analytical, and problem-solving skills
Effective skill performing mathematical calculations and working accurately with numbers
Working knowledge of products, services, processes, requirements, and systems related to the business unit
Effective skill in comprehending, analyzing, applying, and communicating complex written legal documents
Effective skill maintaining accuracy with attention to detail and meeting deadlines
Experience with managing multiple priorities independently and/or in a team environment to a

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

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4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...